Number of full-service dining facilities (serving three meals a day): 1

Square footage of each main dining facility: 28,500

Location(s) of full-service dining facility on campus: Market 810 - Center of main campus, across from library and University Student Commons and near residence halls

Name of any dining services provider/s: ARAMARK Higher Education

If outsourced, please explain what services are outsourced: ARAMARK manages all aspects of food service in the 23 locations.

1. Briefly describe the age of your main dining hall and any renovations it has had, including project dates and costs. *

Shafer Court Dining Center opened in August 2004. The entrance is a vaulted round two-story gallery accommodating an elevator and a gradual winding staircase to the second floor suite of market style restaurants known as Market 810.

There are six components to the space:

-- Residential Dining (Market 810) ? an all-you-care-to-eat restaurant that encompasses all 28,500 square feet of the second floor

-- Residential dining to-go location

-- A retail location

-- Student lounge

-- Administrative offices

-- Meeting space accommodating 42 seated guests

? Cost - $18 Million

? Free Wi-fi for registered students

? Won American School & University 2005 Gold Citation

2. What have you done to make your dining hall uniquely reflect your own institution?

?Late Night Breakfast ? A relaxed event before exams allowing students to mingle with professors and administrators and play games while eating

?Guest Restaurant ? Monthly, a local ethnic restaurant prepares a portion of their menu, providing diversity and community support

?Monthly Events ? Including Arcade, Vegas and Karaoke Nights

3. In what ways does the design of your facility help enhance the comfort and safety levels of diners?

?Spacious feeling created by open floor plan, large lofted spaces and floor-to-ceiling windows

?Depending on food preferences, students quickly learn the style of food served at each station. They can go straight to the type of food they prefer without waiting in long lines.

?Many different places to dine ? in the center of the action in exhibition-style seating, near the stairwell to watch friends, at the "bar", in the "Quiet Zone" for some serious studying or over in the West Wing away from the crowds

?Work with University Administration and Student Government Association

Prioritize:

A - Is the request legal, moral and affordable?

B - Is the request pertinent to the majority?

C - What is a reasonable time-line for implementing the request?

6. What efforts have you made to ensure good customer service in your dining facilities?

?THRIVE Program ? ARAMARK's proprietary program for rewarding employees based on customer feedback and exceptional customer service

?Maintain a consistent, friendly staff , particularly at cash registers to greet students each day. These greeters are the first point of contact for guests and the consistency allows greeters to recognize repeat guests

?Interview new hires focusing on customer service as the primary behavioral based competency

?Management Accessibility and Availability ? Managers are always available and accessible to employees and guests

?Semi-Annual Customer Service Training ? All employees go through a proprietary Hospitality Training

7. In what ways does your facility, and the overall dining program, assist in winning over prospective students, and how are program features communicated to this group?

?Open House Experience

-- The University sponsors Open House events where prospective students and their parents eat in Market 810 and other campus dining facilities.

-- Dining Services staff works the Open House Trade Show where they talk with parents and students, provide brochures and answer questions.

?Summer Camps/Programs

-- VCU hosts several Summer Camp Programs. The participants dine daily in Market 810 where we strive to make a unique experience for them.

?New Student Orientation (NSO)

-- During this day and a half orientation, students dine in various dining facilities and we try to create unique experiences each day of the orientation - perhaps a cooking demonstration, an ice cream sampling, etc.

-- New Student Orientation (NSO) Opportunities Fair ? The Fair allows Dining Services staff to talk with all 3,700 incoming freshmen and their guests, as well as prospective students.

-- NSO Presentation ? As part of the orientation program for parents, Dining Services speaks in a lecture format to parents and guests

?Additional Marketing Efforts

-- E-mail

-- Website

-- Semi-Annual brochure mailing

-- Facebook announcements

-- Promotional mailings

-- Posters placed around campus

8. How financially sustainable is your dining program, and what measures have been taken in today's economic climate to control costs while maintaining quality?

Financially Sustainable ? The program is financially sustainable

Approximately 55% of plan participants are mandatory based on selection of dormitory-style housing. The additional 45% of sales represent voluntary dining plan registrations.

Cost Controls

?Flexible choice program -Students opt-in to premium items and events. Those students wishing to partake bear fully allocated costs.

?Made-from-scratch items to reduce cost (i.e. bread own chicken)

?Batch-cooking to eliminate costs of over-production

?Made-to-order items on the menu to eliminate over-production

?Our food service provider contract places the cost management initiatives on the contractor